Comments about the $25 Repair
This is for the recent repair of my Clark backpack. Let me just first mention that I still like Timbuk2 and they haven't lost me as a customer or anything like that. But the lifetime warranty program was really disappointing in my case for 2 reasons: (1) the time it took to repair (2) the quality of the repair So, in all fairness, they do tell you that it would take about 5 weeks - it took just about that long. At about 2.5 weeks I was kinda missing my bag, so I reached out to see if i could get a more realistic lead time and to also make sure that BOTH of my issues were addressed. one of my issues was that the elastic band on the water bottle pocket started to bust and break. the second issue was a little more complicated - the straps would not retain their length. A representative did reach out to me and showed me how they would address the issue about my straps not retaining their adjusted length. The remedy was that they would sew on a second layer of "webbing" onto my "worn" straps (they weren't worn) to stop the strap from slipping. They provided a picture and it was EXTREMELY UGLY. First of all the bag design has a very intentionally sleek aesthetic. This remedy basically went completely counter to this design principle. I told them to please undo what they did and to just address the other issue. I figured i could sorta deal with the strap issue. Well, when i finally got my bag back, it's evident that they had repaired the broken elastic. but the elastic is BLACK and not as stiff as the original. In addition to not being as stiff, the replacement was a longer length that it originally was. I was generally pleased to just have my bag back, but WHY COULDN'T THIS HAVE BEEN DONE BETTER??? I would assume that if i'm sending it to Timbuk2's official repair facility that they would have a vast assortment of materials to choose from. It's just overall very disappointing. Mediocre.